Contract Negotiation Engagement Manager

Job ID 2023-1888
# of Openings
Location : Location


At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide. 


To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work. 


The Contract Negotiation Engagement Manager in RM Assessment leads all commercial and financial discussions with the customer between preferred bidder status and contract signature. The role holder will have proven commercial and negotiation experience directly with customers to successfully agree contracts of value from £150k up to £20m or more. They will be a key leader within the internal governance forums to ensure the Senior Leadership Team are fully aligned on the solution, commercial terms and financial structures ahead of contract signature by both parties.


Day to day the Contract Negotiation Engagement Manager is responsible for planning, designing and leading the contractual solutions for multiple new enterprise customers. The Customer Success Manager will build strong trust and respect with both RM and customer leadership teams, ensuring both the Assessment solution and commercial offer is designed and agreed efficiently and effectively whilst managing customer expectations as well as internal RM stakeholders at all times during contractual negotiations. They will be a key customer contact up to contract signature and ensure a smooth and robust handover to the customer relationship manager who will be in place to lead the relationship with the customer upon signature.


Build and Manage Commercial Customer Relationships:

  • Lead all commercial negotiations required with the customer from the agreed Preferred Bidder (PB) status (that was led by the sales team) through to contract signature.
  • Lead the governance process within RM for the customer solution and commercials to achieve full alignment and sign off from the Senior Leadership Team for the customer solution, commercial structure and contractual terms.
  • Lead the management of all customer expectations on scope, timescales and commercial expectations and limits for both organisations. Where demands are out of the commercially agreed scope or unreasonable, call this out clearly and manage the solution with the customer and key RM stakeholders in agreeing appropriate options to resolve differences.
  • Lead and manage customer expectations from the agreed proposal between PB awarding and contract signature being achieved. Tackling any misinterpretations between the customer and RM to an agreed and satisfactory solution both product and commercial.
  • Build and lead a strong working relationship with the customer based on understanding, openness and trust from the PB status to contract signature.
  • Lead a successful handover plan to the Customer Relationship Manager and Account Director to ensure a smooth transition to service delivery once contract signature has been achieved.
  • Serve as the customer's advocate within the organisation. Gather feedback, relay insights, and collaborate with internal teams to continuously improve our offerings.
  • Proactively lead and identify opportunities for upselling and cross-selling our products and services to customers. Support Business Growth teams in achieving renewal targets and expanding customer accounts.


Plan and Design Customer Solutions for Success:

  • Lead negotiations with the customer on the solutions, products and services that will be provided to ensure they will truly enable the customer to meet their goals as well as being financially robust and commercially achievable for RM.
  • When a deal reaches Preferred Bidder status proactively work with the Bid Team to fully understand the Commercial structure, solution, services and critical success criteria of the proposal that was bid and sold.
  • Lead discussions with the customer to understand their challenges and needs. Listen, question and validate what success looks like for them ensuring RM provides the customer with a relevant assessment solution.
  • Throughout leading the commercial negotiations, ensure the solution remains true to achieving the goals and ambitions of the customer.
  • Where needs or requirements evolve from the original proposal, lead the commercial implications with the customer and work with them to retain the original solution or to agree changes to the solution with updated commercial structures that support these changes.
  • Work closely with Solution Consultants and Service Architects throughout to ensure changes to solutions are achievable, commercially validated and documented in the solution blueprint.
  • Lead governance sessions to ensure RM leadership teams are kept informed of changes to plans, solutions , commercial and financial implications and have the opportunity to advise and align on any updated proposals before they are shared with the customer.


Contracting Phase Management

  • Lead the contracting phase of any new customer project, from Preferred Bidder through to Signature.
  • Lead and plan the process of defining, drafting, reviewing, negotiating and signing the contract with the customer from beginning to end. Lead the customer relations, expectation management and all interactions throughout this process.
  • Liaise with internal teams and experts to coordinate the drafting and review of contract schedules within RM. Keep the team informed of deadlines, timescales and any changes or alterations to the proposal.
  • Ensure internal governance forum and/or project boards are kept fully informed with progress and expectations from the contracting phase. Risks and issues should be escalated promptly with a full impact assessment and requests for support or guidance when needed.
  • Lead and manage customer expectations throughout the process. Flag risks and issues promptly with the customer and build on strong working relationships both internally and externally to promptly seek resolutions for differences or challenges as they occur.


Transition to Service Delivery:

  • Lead plans for implementing the customer solution covering the activities needed aligned with the customer deadlines and milestones.
  • Lead planning sessions with internal Delivery Project Managers and Teams to agree resources and timescales for the implementation plan.
  • Manage the customer to explain the plan, validate the timings and manage expectations for the implementation phase.
  • Validate the solution and service requirements with RM experts throughout negotiation to ensure they are correct, commercially viable and achievable.
  • Liaise with Solution Consultants and Service Architects to ensure that solution proposals agreed during contract negotiations are fully documented using defined templates. This includes updated plans and solution documentation for both customers and for internal delivery teams.
  • Work with Sales and Delivery teams to ensure plans, processes and documentation standards are well defined and maintained at each stage of the project.



  • Commercial: Advanced experience of leading and successfully completing commercial and financial contract negotiations for contracts worth £multi millions is essential.
  • Customer Relationships: Outstanding track record in building and maintaining strong, trusting customer relationships in a commercial environment. Evidence of customer focus and advocacy.
  • Senior Stakeholder Management: Proven experience of working with Senior Leadership teams to manage expectations and drive positive outcomes in complex commercial programmes.
  • Technical knowledge: Strong experience of complex B2B enterprise SaaS solutions is desirable.
  • Assessment background: Experience of working in Assessment, either General or Professional Qualifications, is a benefit.
  • Project Management: Strong experience creating project plans and successfully leading multi-disciplinary teams to deliver to strict deadlines. Professional qualification and/or training in one or more recognised project management process is a benefit.
  • Planning and organisation: Excellent understanding of what is involved in developing, communicating and delivering a project plan for a multi-disciplinary team – coordinating and tracking tasks across a team simultaneously, accurately and according to priority.
  • Delegation, collaboration and influencing: Outstanding influencing skills to work with a variety of stakeholders (inside and outside RM) to ensure a positive, effective and collaborative team culture that delivers results.
  • Communication: Exceptional communication skills that demonstrate professional, presentable, dependable and self-motivated. Excellent interpersonal and team working skills. Strong communication skills both spoken and written.
  • Judgement and Decision Making: Leading critical decisions in negotiations. Making sound recommendations based on fact and experience, with a focus on tangible results-orientated outcomes. Recognising when issues need to be called out or escalated to senior leadership.


At RM we recently introduced My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working. 


RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks. 


At RM we are committed to making the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com. 


As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. 


There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM. 


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